ijgolding

NOVEMBER 29, 2017

This is a more common scenario than those who are fortunate enough to be immersed in a customer focused environment. To be a committed Customer Experience Professional, you must be driven to doing what is right for the organisation – even if your leaders are seemingly at odds with this. You can read my column here!

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Kustomer

DECEMBER 31, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Annette Pedroza to learn about building a customer centric culture. To explain this further, Annette suggests: I think when employees hear leadership talking about the customer, that’s really important.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Experience Investigators by 360Connext

JANUARY 30, 2024

She is a Certified Customer Experience Professional (CCXP) as well as a Lean Six Sigma Black Belt (LSSBB). Michelle is a former board member for the CXPA (Customer Experience Professionals Association). Manager of Contact Center Sales for Verizon Business. Michelle holds 6 U.S.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.

Report 120

Report Customer Connectedness Management Effort Score 120

CX Journey

AUGUST 26, 2014

Image courtesy of B Gilmour How well are your change management efforts going? The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. It got me thinking about whether I captured all of these steps in a post on change management I wrote last month for Intradiem.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

CX Journey

MARCH 13, 2018

It’s not because business leaders fail to recognize the importance of their customers; at least, they give customers lip service: more than 95% of management teams Bain surveyed claim to be customer focused. Capgemini found that: 75% of companies believe that they're customer-centric, while only 30% of consumers agree.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. The six steps are as follows: Step 1 – Attract. What do I mean by the ‘right employees’?

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Oh, so that’s customer service, right?”

Tips 282

Tips Customer Centricity Strategy Social Media 282

Kerry Bodine

JUNE 11, 2017

Customer experience professionals must design improved interactions for their customers and, as part of this work, change the processes, policies, and culture of the organizations that drive those interactions. Customer experience professionals are partly to blame. A Natural Partnership.

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Oh, so that’s customer service, right?”.

Tips 208

Tips Customer Centricity Strategy Social Media 208

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. A customer-centric organisation is naturally collaborative, seeing everything from the customers point of view. And they hold businesses back. Say what you mean.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. They have responsibilities of both people management and project management.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Oh, so that’s customer service, right?”.

Tips 182

Tips Customer Centricity Strategy Social Media 182

ijgolding

AUGUST 9, 2017

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. Communication. Collaboration.

Engagement 226

Engagement Customer Experience Customer Experience Professionals Customer Centricity 226

Comm100

MARCH 8, 2017

By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter. She is an expert on customer-centric leadership, and an active tweeter. Roy Atkinson.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

CloudCherry

MARCH 19, 2018

It tells you if you’re actually doing the right things, whether the initiatives you take impact the customer as well as your business in a positive way and also cut down on investments that aren’t delivering the expected returns. Merely investing in a Customer Experience Management tool doesn’t suffice.

Customer Experience 247

Customer Experience Customer Journeys Lifetime Customer Financial 247

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Also according to the CMO Council, it is found that 14% of marketers believe that customer-centricity is the trademark of their companies. How to Manage your Tasks.

Customer Success 52

Customer Success Customer Centricity Course Customer Experience Professionals 52

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. Your experience will be very transactional. Where does your experience stop? Why or why not?

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Storyminers

MAY 8, 2017

They all use the six customer experience pillars. However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.) that ‘just doing better’ doesn’t always make the customers happier or the business healthier. Some have seen their fortunes rise.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. How do you align channels to deliver the right customer experience?

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. It’s equally applicable to Employee Experience and Partner Experience management. Professional certification is not a walk in the park.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Expectations. Not difficult to understand – it does what it says on the tin.

Report 229

Report Customer Experience Customer Centricity Fashion 229

CX Centric

OCTOBER 4, 2021

CX-Brussels in collaboration with CX-Centric hosted an event on CX Leadership which was on the 9th of September 2021. The online event was predominantly attended by Belgian-based Customer Experience professionals from most insurance companies. Jonathan then touched on the 8 key pillars of digital transformation.

Leadership 52

Leadership Customer Experience Customer Centricity Roadmap 52

ijgolding

FEBRUARY 3, 2016

I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional! There is still a band of people who do not consider customer experience to be a ‘profession’ at all. I have traveled as far east as Malaysia, Singapore and Thailand.

Customer Experience 120

Customer Experience Customer Experience Professionals Travel Study 120

ReviewTrackers

AUGUST 24, 2020

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

Lumoa

JANUARY 9, 2018

Stop organising by function and skill set, start organising by ‘ability to deliver customer success’ create ‘experience teams’ of people with different skills and different core competencies that can manage the entire customer life cycle and reward them together for the achievement of customer success, not completing tasks and activities.”.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Course 98

Course Customer Journeys Customer Success Consulting 98